Global vs Department vs User Canned Replies


New Member
Currently, canned replies are shared globally with all support staff. This is great, but it would be much more user friendly if we were able to designate certain canned replies as being scoped:

1) Globally
2) or To the assigned department
3) or To the assigned Staff user

When replying to a support ticket, the list of canned replies in the dropdown would then be limited to the Global replies + the assigned Department replies + the support person's unique replies. This would help greatly when having many canned replies in the system that are shared amongst various departments and support people. For example, the canned replies for the Sales staff are completely different from the Support staff so sales people should only see their relevant canned replies and the support staff should only see their relevant replies. Otherwise it can get messy and take more time searching for the canned reply that you need.
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